Maya Tomoum
Vancouver
Summary
Dynamic and results-driven Customer Success Manager with a proven track record of improving team efficiency, enhancing customer satisfaction, and driving retention. Adept at collaborating with C-suite executives to optimize processes, design solutions, and implement strategies that lead to measurable business growth. Skilled in leveraging Salesforce, CRM systems, and technical tools to enhance customer experience, streamline communication, and exceed performance targets. Known for achieving top-tier satisfaction scores, resolving issues promptly, and leading high-impact initiatives that improve operational efficiency by up to 20%. A strategic problem solver with a strong background in sales, marketing, and technical support, committed to driving customer success and business outcomes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Bench Accounting
04.2024 - Current
- Handpicked to collaborate with C-suite executives to design and implement a Salesforce testing process, resulting in a 20% increase in team efficiency within three months.
- Achieved the highest Customer Experience rating in the operations team, consistently maintaining a 97% satisfaction score and the top de-escalation rate, resolving 90% of client issues on the first call.
- Streamlined communication between customers and bookkeeping teams, ensuring accurate categorization and adjustments for 200+ clients monthly, improving data accuracy by 15%.
- Consistently exceeded monthly targets by 150%+, ranking in the top 3 of 40 specialists, contributing to a 20% increase in customer satisfaction and retention rates.
Sales & Marketing Manager
Blaze Gourmet Burgers
01.2023 - 03.2024
- Spearheaded product and service launches, including new catering packages and Food Truck offerings, using targeted market research and CRM system implementation to drive a 20% increase in customer engagement and 160% sales target achievement.
- Boosted online reputation by responding to 95% of customer reviews within 48 hours, converting negative feedback into 5-star reviews and increasing overall ratings by 30%.
- Organized and executed the Blaze Anniversary event, achieving 200% guest satisfaction and successfully managing catering operations for high-profile events with up to 300,000 guests, generating $50K in revenue within three months.
Technical Solutions Engineer
Stack Adapt
04.2022 - 01.2023
- Designed and implemented custom JavaScript pixels tailored to client websites, optimizing tracking accuracy and boosting campaign performance by 20%, while addressing technical issues using SQL and Elasticsearch to improve delivery accuracy by 15%.
- Authored weekly Confluence articles on platform usage and troubleshooting, enhancing internal knowledge sharing and client self-service, leading to a 30% reduction in support requests.
- Initiated and led the establishment of the Sales Engineering team, acting as the technical liaison with C-suite executives, resulting in a 25% improvement in cross-departmental alignment and enhanced technical support for sales initiatives.
Technical Support Specialist
Civil Soft
12.2020 - 01.2022
- Collaborated with the product team to launch 15 new features and resolve 60+ critical bugs, improving system reliability and customer satisfaction by 20%.
- Achieved 98% customer satisfaction and reduced resolution time by 35%, driving a 15% increase in client retention through efficient issue resolution and proactive support.
- Implemented a new ticketing system, boosting team efficiency by 25% and reducing the support backlog by 40%, while leading training programs that reduced support requests by 30%.
Education
B.SC. - COMPUTER SCIENCE, MINOR IN DATA SCIENCE
Skills
- Customer Relationship Building
- Account management
- Software Solutions
- Customer Retention
- Negotiation
- Report Analysis
- Customer Needs Assessments
- Sales management
- CRM software Proficiency
Certification
Product Management, BrainStation
Digital Marketing, Google
Digital Marketing & Content Creation, Roadmap 3.0
Languages
Arabic
Proficient
C2
English
Proficient
C2
Software
SalesForce
JavaScript
Microsoft Office
Tableau
Database Querying (SQL, ElasticSearch)
Confluence
FreshWorks
Timeline
Customer Success Manager - Bench Accounting
04.2024 - Current
Sales & Marketing Manager - Blaze Gourmet Burgers
01.2023 - 03.2024
Technical Solutions Engineer - Stack Adapt
04.2022 - 01.2023
Technical Support Specialist - Civil Soft
12.2020 - 01.2022
The University of British Columbia - B.SC., COMPUTER SCIENCE, MINOR IN DATA SCIENCE
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